Manager Service Desk

Duties: 

Reporting to the Director of Electronic Health Records (EHR) Operations, this position will first develop and then manage the service desk for Newfoundland and Labrador EHR. This role will help maintain the day to day operations of the NL EHR and provide a single point of contact for service requests from a variety of sources.  Duties of this position will include hiring the service desk staff, scheduling service desk staff, responsibility for tracking the status of service requests for both technical and business related issues, and keeping customers informed on the status of their request. Ideal candidates for this position will have experience managing a tier 1 support team in a service desk environment.

Qualifications: 

Applicants must have:

• Experience leading and managing a service support team
• Ability to work independently or as part of an inter-professional team
• Effective communication skills, as well as time management skills
• Knowledge of service desks and experience with incident management
• Ability to build and motivate a team of analysts
• Willing to work flexible working hours
• Experience documenting processes, procedures and troubleshooting guides
• A degree or diploma, supplemented with work experience in a support system.

The following qualifications would be considered an asset:

• Certification or training in ITIL particularly in Incident & Problem Management
• Experience with Incident, Problem, and Change Management processes
• Knowledge of the public sector and/or provincial health care environment
• Training or background in the IT and or healthcare field

Salary:  A competitive salary and benefits package will be provided. The salary scale is currently under review.

Competition Number:  2008 MSD 023-CB

Applications stating references and competition number should be forwarded to the undersigned email address. A closing date has not been set  When sufficient pool of applicants is developed assessment will be undertaken. While the Centre appreciates all applicants, only those short-listed for an interview will be contacted.

Manager of Human Resources
Centre for Health Information
28 Pippy Place, St. John’s, NL A1B 3X4
E-mail: employment@nlchi.nl.ca

The Newfoundland and Labrador Centre for Health Information was established by the Government of Newfoundland and Labrador to provide quality information to health professionals, the public, and health system decision-makers. Through collaboration with the health system, the Centre supports the development of standards and maintains key health databases, prepares and distributes health reports, and supports and carries out applied health research and evaluations. The Centre’s mandate also includes the development of a confidential and secure Health Information Network that will serve as the foundation for the provincial Electronic Health Record.